NEW Version 9.0 Available Now The Global Best Practice Standard for Service Desk is one of the most powerful tools available to support your continual improvement journey. Widely adopted around the world and recognised across the IT industry, the Standard offers a detailed best practice model that examines every aspect of service desk operations, including leadership, customer and employee experience,Continue reading “The Global Best Practice Standard for Service Desk – Version 9”
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Empowering IT Service Desks: Trends, Tools, and Training Insights
In this blog, we’ll explore key findings from our recent 2024 Service Desk Benchmarking Report. This year’s findings highlight significant shifts: despite concerns over automation, 41% of organisations are planning to expand their IT teams. This suggests ongoing demand for skilled professionals amid technological advancements. There’s also a clear shift towards shorter training programs for service desk analysts, potentially indicatingContinue reading “Empowering IT Service Desks: Trends, Tools, and Training Insights”
Exciting Discoveries: Insights from SITS 2024
Last week, we had the opportunity to be a part of SITS—The Service Desk & IT Support Show—and we have some stories to share! Let us take you on a little journey through our experience at this year’s event. In this blog we will share our experience at SITS 2024, discuss some of the popular trends and topics we observedContinue reading “Exciting Discoveries: Insights from SITS 2024”
Best Practice for Managing Service Desk Teams [+ Case Study Examples]
For many organisations, the service desk is the beating heart of the user experience. It is the centre of operations that keeps everything going smoothly. However, perceptions are not always the same as results. Even if your service desk team meets all pre-defined performance metrics, this doesn’t mean they are realising their full potential – or that they are satisfied.Continue reading “Best Practice for Managing Service Desk Teams [+ Case Study Examples]”
Service Desk Certification Brochure
What is the Service Desk Certification (SDC) Programme? SDI’s SDC programme is an internationally established accreditation and improvement programme. This Global ITSM industry accreditation programme is based on the latest Global Best Practice Standard, and is specifically designed to certify service desk quality. Discover SDI Certified Organisations. This brochure explores the benefits of Service Desk Certification, how it works andContinue reading “Service Desk Certification Brochure”